Experienced Customer Service Representative with Call Center Background – Remote Opportunity for Tech-Savvy Individuals

Welcome to arenaflex: A Forward-Thinking Technology Company arenaflex is dedicated to providing top-notch customer service in a dynamic, fast-paced, and engaging work environment. Our team is passionate about helping customers solve their internet-related challenges, and we are seeking a motivated individual with a customer-first attitude to join our 24/7 call center. As a remote position, you will have the flexibility to work from the comfort of your own space while being part of a supportive and collaborative team. About Our Team At arenaflex, we pride ourselves on being a tech-savvy support team that is always looking for innovative ways to improve our customer service. Our team members are passionate about staying up-to-date with the latest technology trends and are committed to delivering exceptional support to our customers. As a customer service representative, you will be the initial point of contact for customers seeking technical help, and your responsibilities will include troubleshooting problems, offering effective solutions, and ensuring customer satisfaction. Job Summary Key Responsibilities: Customer Support: Provide outstanding customer service to users experiencing internet-related technical difficulties, respond quickly and professionally to incoming calls, emails, and support tickets, diagnose and resolve issues related to internet connectivity, service disruptions, and account management, and guide customers through step-by-step troubleshooting procedures. Ticket Management: Use Freshdesk to log, track, and prioritize customer inquiries and technical issues, accurately document customer interactions and solutions in the ticketing system, and efficiently manage ticket queues to meet service level agreements (SLAs). Technical Expertise: Access and update customer information using Sonar CRM, utilize platforms like Rancid, Tacacs+, Radius, LibreMS, GenieACS, Ruckus SmartZone Controller, and Unifi for comprehensive support, and stay updated on product features, system updates, and industry best practices. Escalation and Collaboration: Escalate complex technical issues to higher support levels when necessary, collaborate with network operations, engineering, and IT support teams to resolve escalated issues, and provide customers with status updates and ensure timely issue resolution. Quality Assurance: Follow established procedures and service standards to deliver high-quality support, participate in quality assurance activities, including call monitoring and ticket reviews, to enhance service delivery. Qualifications and Requirements To be successful in this role, you will need to have an Associate's degree, Bachelor's degree, or relevant work experience, as well as previous experience in a customer service role, ideally in a call center or help desk environment. You should also have basic troubleshooting skills for internet connectivity, computers, and devices, proficiency in using ticketing systems like Fresh Desk and CRM systems such as Sonar, and the ability to efficiently troubleshoot and resolve technical issues. Essential Qualifications: Associate's degree, Bachelor's degree, or relevant work experience Previous experience in a customer service role, ideally in a call center or help desk environment Basic troubleshooting skills for internet connectivity, computers, and devices Proficiency in using ticketing systems like Fresh Desk and CRM systems such as Sonar Ability to efficiently troubleshoot and resolve technical issues Familiarity with networking concepts Excellent verbal and written communication skills with a focus on customer satisfaction Ability to work collaboratively in a team environment and adapt to a fast-paced setting Preferred Qualifications: Previous experience working in a 24/7 call center environment Experience with remote work or virtual teams Knowledge of industry-specific software and technologies Certifications in customer service or technical support What We Offer At arenaflex, we offer a competitive hourly rate of $15.00 - $18.00 an hour, as well as opportunities for career growth and professional development. As a contract position, you will have the flexibility to work on a project-by-project basis, with the potential for long-term opportunities. We also offer a supportive and collaborative team environment, with regular feedback and coaching to help you succeed in your role. Work Environment and Company Culture At arenaflex, we pride ourselves on our dynamic and engaging work environment. Our team is passionate about delivering exceptional customer service, and we are committed to creating a positive and supportive work culture. As a remote employee, you will have the flexibility to work from the comfort of your own space, while still being connected to our team through regular virtual meetings and communication. Compensation, Perks, and Benefits As a contract employee, you will be eligible for a competitive hourly rate, as well as opportunities for career growth and professional development. We also offer a range of perks and benefits, including flexible working hours, remote work options, and access to industry-leading software and technologies. Conclusion If you are a motivated and customer-focused individual with a passion for technology and customer service, we want to hear from you. Apply now to join our team as a Customer Service Representative and take the next step in your professional journey. With our supportive and collaborative team environment, competitive compensation and benefits, and opportunities for career growth and development, arenaflex is the perfect place to build a successful and rewarding career. Ready to make a difference? Apply now to join our team and start your journey as a Customer Service Representative with arenaflex! Apply for this job